Customer Service Case Manager

3 weeks ago

Portsmouth, Portsmouth, United Kingdom Charles Taylor Full time

Job Title: Customer Service Case Manager/Technical Case Manager – PHI (Private Health Insurance)

Reports to: Team Leader

Department: Assistance

Location: Lakeside/Portsmouth

**To be eligible to work in the United Kingdom, you must live and be eligible to work in the country.**

At Charles Taylor, we are seeking a dedicated Customer Service Case Manager/Technical Case Manager to join our dynamic team. As a key member of our Assistance department, you will play a crucial role in ensuring that customers navigate the complex landscape of medical assistance with clarity, confidence, and operational efficiency.

The Role

In this role, you will be responsible for guiding policyholders through a comprehensive and seamless journey, from the initial call through to the successful resolution of their case. Your primary responsibility will be the conduct of both technical and customer service claims within your area of control.

Key Responsibilities

As a Case Manager, you will manage a portfolio of medical emergency assistance claims. Your key responsibilities will include:

  • Ensuring the technical integrity of claims allocated to you.
  • Delivery of customer-centric performance across your caseload and any direct contact with Assistance customers.
  • Contribution to the performance of the team.
  • Providing technical support at case level as required, to encourage the development of all medical assistance staff.
  • Participation in standard monthly technical and quality audits as required.
  • Administrative duties within the Assistance units.

Required Skills

The ideal candidate will have a good standard of education and be able to demonstrate good verbal and written communication skills. Core competencies include:

  • Personal: flexible approach
  • People skills: proactive, can-do attitude, focus on customer quality
  • Organisational: self-manage personal workflow, ability to prioritise, self-motivated
  • Communication: proficient in verbal and written media and deliver clear and well-understood messages
  • Technical Knowledge: a thorough understanding in the operation and delivery of emergency assistance
  • Medical Assistance to the travel product
  • This role requires excellent interpersonal and organisational skills. It also requires good report writing skills.

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind, regardless of age, disability, gender identity, marital/family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.

Our values define who we are, what we stand for, and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.


• INTEGRITY: We do the right thing


• COLLABORATION: We are one


• AGILITY: We learn, evolve, and adapt


• CARE: We are compassionate and human


• ACCOUNTABILITY: We take ownership

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